Press 1 For Nick

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

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ABOUT NICK GLIMSDAHL

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LISTENER SUPPORT

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BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Nancy Flowers is the Vice President of Insights & Loyalty at Hagerty. She is a Loyalty Strategist, Client Experience & VOC Expert, Marketing Professional, and Champion of Change.

00:32 Introduction

02:10 Hagerty Insurance is an Automotive Lifestyle Brand. What does that mean?

10:16 VP of Insights and Loyalty – tell me what you are responsible for at Hagerty?

12:18 Loyalty- how do you define it at Hagerty?

14:41 How do you drive customer engagement and loyalty at Hagerty Insurance?

17:16 Why is it important to focus on the Moments that Matter?

19:24 How do you prioritize MTM?

26:26 How do you build an emotional connection in Moments that Matter? Do you have an example?

29:45 Can you correlate human emotion to business value?

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

Support this show through Buy Me A Coffee

***

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

Support this show through Buy Me A Coffee

***

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Shep answers the questions to :

- Is there a strategy that can set your company up for success, no matter what curveballs the world may throw your way?

- How do you expand a relationship with a customer so that it's strong enough to sustain multiple renewals of trust?

- When should we start working on getting the customer to come back - to renew their service or "subscription"?

- What can we learn from unhappy customers?

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

Support this show through Buy Me A Coffee

***

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

Support this show through Buy Me A Coffee

***

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Nick talks about what made him want to start this podcast, what he learned as a podcaster, why he still commits time to create a CX podcast, and what's next?!

Jim talks about:

- How to define Company Culture

- How to AMP up, maintain or even revolutionize company culture

- The best way to find and retain top talent

The person who influenced Jim the most in the past year:

Radical Leap by Steve Farber: https://amzn.to/3l5jUcF

His note to all CX professionals:

“Read the guest, seize the moment, personalize the experience to rock their world.”

Transcript: https://press1fornick.com/jim-knight

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Jamey talks about:

- What it means to have purpose

- What it looks like to have world class service

- Why it’s important to treat your customers like Michael Jordan

The person who influenced Jamey the most in the past year:

Chip Bell

His note to all CX professionals:

“It’s possible and advisable to find something that doesn’t feel like you're making a living, but it is bigger than that, it’s possible to make a difference. Find out how to blend your individual passion/purpose with that of your organization and you will never have to work another day in your life.”

Transcript: https://press1fornick.com/jamey-lutz/

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Laura talks about:

- How do you define success?

- Does success = happiness?

- Her thoughts on “fake it till you make it”?

The person who influenced Laura the most in the past year:

Kara Goldin, Founder and CEO - Hint Inc.

Her note to all CX professionals:

“Find your why, and relate it to the customer's why.”

Transcript: https://press1fornick.com/laura-gassner-otting

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Tim talks about:

- How Culture is built

- Why it’s so important

- E+R=0

The book that has influenced Tim the most in the past year:

Abolition of Man: CS Lewis - https://amzn.to/2W0uMja

His note to all CX professionals:

“At the top, it would say E+R=O. Today, I get to work with purpose, serve people, solve problems, and bring energy. Man, I love my job”

Transcript: https://press1fornick.com/tim-kight

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/